First, I am sorry to see so many other people having the same issue that I do.in March of 07, my service with Directv started.in July of 07 I moved from WI to IL. I contact Directv to move my service and set up in IL. I asked the rep that if the dish could not be installed at my new location, what would happen to my contract. She stated that the contract would be null and void and no other charges would be incurred. They would send me a box to send back the receiver. Unfortunately, the installer was not able to install the dish.
When I contact the reps again (a totally different person) said that the contract would be voided. Through July and August I continued to receive a bill from Directv and did not receive a box to send back the receiver.in the beginning of Sept 07, I contact Directv again and founf that they did not see any notification that I called about the issue with installation. I was told that it would be disconnected and everything taken care of.
On Sept 13, I received a bill in the mail for Directv including past due charges and a Cancellation fee.in bold letters, it says pay immediately. On Sept 14 (my payday) I checked on my checking account and found that Directv debited almost $330 from my account. This caused my account to be over drawn twice in which I incurred $58 in overdraft fees.
I contact Directv that same day. I talked to 2 CSR that day (the first did not update any info on my record and disconnected me twice. So I explained the situation again to the 2nd rep. After asking to speak with a manager, I asked the manager if he pays bills. To this he replied yes. I then asked if almost $400 was taken from his account illegally, wouldn't he want the money back immediately. He said yes and then proceeded to inform me that it would be take care of and that the money would be returned within 24hrs. Yeah Right.
On Sept 15, I contact Directv again (different location) and talked to another manager. After explaining the situation AGAIN, I was notified for the 1st time that there was an ammendment done to the customer agreement in April.in this agreement, there is a section that says Directv can debit a customer's account or charge their credit card to bring their Directv up to date.
After I informed the manager that I did not receive this update and that the CSRs or managers that I discussed this issue failed to inform me of this change. Supposedly they sent it in the mail. I informed her that I did not receive the notice. I also informed her about what the CSRs had said previously about the contract being null and void if the disk could not be installed. I was told that first, it was my fault because I choose to live there and second that the CSRs were wrong. This hit me hard. I stated that I have a MBA and am a Buyer for my company. First, without notifcation of changes made to a contract, the ammendment is not enforcable. Second, Directv is responsible for the training and actions of their employees.
Directv is suppose to honor what their employees relay to the customers. I even gave her an example of how if I offered a customer a discount or accepted a higher price from a supplier that the company did not agree with, my company would still have to honor the discount or price. The manager then informed me that they understand that they have some problems with there CSRs and a couple of managers and that they will be addressed.
However, policy is policy and there is nothing they can do. I told her well I am going to my bank to reverse the charges, file a complaint with the BBB, and also contact a lawyer about a Class Action Lawsuit against them. And all this could have been avoided if they would refund my money to my account or even wire it to a Western Union.
After this discussion with Directv, I contacted my bank to reverse the charges. Unfortunately, since it was taken out as a credit card charge from my account, they would file a petition with Mastercard to have the charges reverse.
On Sept 20,21, 22 I again contact Directv to resolve this issue. I ended up talking to people in NM, TN, ID, and overseas. I was told by Directv Mitigation that my case was submitted to a manager and that I could contact that person on the 22nd. They hung up before I could get a direct number to that manager. On the 22nd I could not get ahold of anyone in the US to discuss this. I located the corporate headquaters phone number. I told the very last person I talked to at Directv that if I did not receive a call from the manager or someone with a solution to this issue, I would contact the corporate office and begin working my way through those offices since I have been through so many offices in the world already.
Today is the day. They have until 4:3opm Central to call me with a solution. Even if I do get a solution, I am still contacting a lawyer for a Class Action Lawsuit. Almost $400 is missing from my account that I need to care for 2 children (4 and 8 months). And yet no one cares there. They are rude, incompetent, and thieves. Their employees are not trained properly and not educated with the company's policies and procedures. And the company's customer service really sucks. LET'S HIT THEM WITH EVERYTHING WE HAVE
Milbrew22
Northbrook, Illinois
U.S.A.
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